Customer Operations and Support Manager

KCR Solutions are delighted to be working with this exceptional organisation to recruit a Customer Operations and Support Manager. Reporting to the CEO, your duties will be as follows:

• Leading and improving the customer support function to ensure excellence
• Working closely with clients to understand needs, build relationships and enhance value
• Acting as the point of contact for any complex client issues
• Optimising internal systems and building long-term client relationships
• Monitoring customer satisfaction and feedback; leading service improvement initiatives
• Managing and developing a customer service team and maintaining service standards
• Delivering regular 1:1s, appraisals, coaching, and development plans
• Championing a positive, high-performance culture in line with company values
• Leading the creation, review and optimisation of standard operating procedures
• Ensuring clients receive a consistent high-quality service
• Supporting effective use of various platforms; including XERO, Power BI, telephone systems
• Providing technical support for operational systems (training will be provided)
• Managing policies, procedures and participating in audits and quality reviews
• Using data insights to drive improvement projects and inform decision-making
• Leading monthly staff training sessions to support capability building across teams
• Reporting on support metrics and KPIs to the Management Team
• Collaborating occasionally with the CEO and Finance Manager on budgeting, pricing discussions, or data input to support business modelling
• Providing administrative or insight-based support for commercial decisions when needed

You will have proven leadership in customer service/support operations and strong IT skills. An ability to manage change, coach staff and deliver service improvement is essential. Some commercial experience; like pricing models or business case input would be advantageous.

This is a great time to join the company at an exciting time in their development.